Email Agent (EA)

See it in action: a support ticket, classified and drafted automatically

💡 This is a real support ticket, run back through SentAna's actual drafting pipeline. The Email Agent reads the message, classifies its intent and priority, and drafts a reply grounded in your knowledge base and order data — but for guardrail intents like complaints, it always waits for a human to approve before anything is sent.

Incoming Ticket what's this?

From: admin@sentana.se

Subject: Laptop arrived damaged

The laptop I ordered arrived with a cracked screen and it won't even turn on. I'm really frustrated, this is unacceptable

AI Classification what's this?

Intent: complaint · Priority: critical_complaint · Sentiment: -0.79 · Emotion: sadness · Language: en

AI-Drafted Reply what's this?

I completely understand your frustration — receiving a laptop with a cracked screen that won't turn on is a serious issue, and I'm sorry to hear this has been your experience. Unfortunately, I'm unable to locate any order details linked to your account at this time, which means I can't look into the specifics of your order or take immediate action on your behalf. I want to make sure this is handled properly, so I'll flag this for one of our team members to follow up with you directly as soon as possible. To help speed things up, when a team member reaches out, please have the following ready if you can: - Your order number - Proof of purchase - Any photos of the damage to the laptop We want to get this resolved for you as quickly as possible.

Model confidence: 0.72

Outcome

"Complaint" is a hard-guardrail intent, so this ticket is escalated to a human unconditionally — the draft above is never sent automatically. It's queued for a support agent to review, edit if needed, and approve.